OneGuard Home Warranties

one guard past 2 years is nothing but a scam with any of the techs they call out, oh sure they will cove the item thats bad, but then ALL the techs will also find all the extra's that MUST be done or they wont replace item. Like wiring, hoses, cables, exchange fees, what ever. water heater, sure they cover a water heater, but even if you in and out hoses are in perfect condition, the scam tech in our case AV pluming says oh we need to charge you $450 for new pipes thats about $50 in materials, or they wont install it. Then another $159 to exchange the water heater thats still under warranty that one guard just replaced less than 4 years ago. see this is why all the techs LOVE the one guard warranty, One guard just pays them for the labor at a reduced rate and then the techs make that up by charging YOU the one guard customer in extra hidden fee's that THEY says is required to finish the repair or replacement, great scam these warranties company have going with all the repair techs. Nice game they have going on here, dont believe me, try getting a repair or replacement on any covered item, YOU will have out of pocket costs every time.

On 6-17, I called oneguard to file a claim for a leak in my lawn irrigation system. First thing they do is charge the service fee. I was very specific on that call. The calls are recorded. Please retrieve it. I said that I was not interested in finding my own contractor. If they don't/can't handle it, then I DO NOT AUTHORIZE THE CHARGE. I was assured they had a contractor and they would come out.
On 6-21 I called to check as I had yet to hear from anyone. I was again assured that I just needed to wait for the contractor.
On 6-23, AS I WAS BOARDING A PLANE OVERSEAS, I received an email that read in part "as per our conversation, you are approved to find your own contractor..." NO SUCH CONVERSATION EVER TOOK PLACE.
I was able to call again on 6-24. I asked for a manager. I was told one would call me in 24 hours.
It is very telling when a company has no process to escalate a call. A manager will call you. Yeah. Sure they will.
On 6-29, I called YET AGAIN. and YET AGAIN I asked for a manager. And YET AGAIN the answer is a manager will call you. When? I am still waiting for the call I was promised LAST WEEK.
No one at this company cares.
No one at this company will tell you the truth.
NO ONE AT ONEGUARD WILL HELP YOU.

I called for help with an irrigation system issue. They charged the 69.00 fee and rather than dispatching the company they have always sent before, sent me an email to tell me that I am on my own. They agreed to refund the fee they charged before telling me that they could not help me with this. I found my own contractor and 200.00 out of pocket later, no more leak.
Then I needed HVAC help. Furnace will not come on. I had a great deal of difficulty getting the representative to understand furnace = HVAC is NOT the hot water heater. Paid the 69.00 fee again. The following week, I finally got a call from the vendor. The following week. All this time with no heat. What if I had an elderly person in the house? Tech will be here between noon and four. It is now four thirty. No tech. No call. I called OneGuard to find out what is going on and was put on hold for exactly 21 minutes before finally the survey came on. You can imagine how that survey went.
I called again only to have this representative transfer me to my own number. I left myself a message. Slick.
Just try to reach a supervisor. Will never happen. It should tell you all you need to know about a company when they make it impossible to reach a manager.
This is the service FAILURE you will get from OneGuard. After being with them for years and paying them thousands of dollars.
Trusted leader? BS.

ToWhom It May Concern: [redacted] [redacted] *** [redacted] OneGuard Home Warranties ("OneGuard") is in receipt of your letter advising oftheabove referenced complaintYour letter has been forwarded to me for review and response.My previous correspondence accurately statedthe information in OneGuard's records,as well as OneGuard's positionOneGuardhas agreed to refund [redacted] inthe amount of$for the tune uprequestThe customer will receive this refund tothecredit card OneGuard has on file in approximately five business days.Thank you for your consideration Sincerely,OneGuard Home Warranties

Dear Revdex.com, We sincerely regret the homeowner's dissatisfaction with the outcome of the plumbing claim that was not covered by OneGuard since it was determined to be a pre-existing condition that was in effect prior to the warranty start dateWe have carefully re-reviewed the claim in its entiretyThe plumbing leak from the shower going into the laundry room was reported by the technician to be an ongoing leak, which in his opinion was pre-existingHe has provided a picture to OneGuard to show the extensive damage which evidenced water stains and a split in the cabinetryCustomer Relations would like to reiterate that we have attempted to offer our personal assistance and have asked for documentation showing repairs were completed prior to closing on the home, or the leak was not noted on the inspection, which the homeowner has not providedPlease note our offer stands if she has documentation, we are happy to review and do what we can to helpPlease be assured we are working within the parameters of the service agreement and not sure why the homeowner will not comply with our requestPlease send a copy of the full inspection reportIn closing, based on the information we currently have, the claim is not covered and OneGuard will not be issuing reimbursement for unauthorized repairs that were completed outside of the warrantyThank you for allowing Customer Relations the opportunity to clarify this informationWe sincerely hope it helps.Warmest regards,Samantha M [redacted]

This is the real reason why OneGuard won't fix the unitThis is the quote, "Mr [redacted] s OneGuard plan became effective on August 4, On August 5th, [redacted] was dispatched to diagnose any problems" They told me on the first phone call when I made a claim, that it sounds like preexisting conditionsSo it might not be covered So I guarantee this is the reasonBut, they said that my policy has "No Fault" coverageBut they will not replace as they should according to their no fault rules So, my resolution is my full refund of $for the policy and the $service feeThat is what I want

When I spoke with an employee from oneguard he agreed with me that since my dryer worked for over weeks after there was a power outage it did not make sense to say the damage was caused by a power surgeI was then told by a female employee that Oneguard often will give some kind of assistance towards repair or replacement especially in a situation like mine and it being the first ever issueMy dryer stopped working because it's an older model and the board went outA power outage had nothing to do with it and I'd appreciate Oneguard employees all being on the same page and offering some kind of assistance in this matterUnless you can prove that a power outage caused the damage I believe I deserve assistanceThank you, [redacted]

To Whom It May Concern:OneGuard Home Warranties ("OneGuard") is in receipt of your letter advising of the above referenced complaint Your letter has been forwarded to me for review and response.My previous correspondence accurately stated the information in OneGuard's records, as well as OneGuard's position As stated previously, All Star Pool Service reported that the failing section of the pipe was a component of the pool cleaning systemCleaning equipment is not covered in accordance with Section G-of the warranty plan Section G-of the warranty plan further provides that above ground plumbing that is associated with the primary pump and filter is covered Therefore,I find that coverage to repair the issue was rightfully denied.Thank you for your considerationSincerely,OneGuard Home Warranties

Dear Revdex.com, Please be assured Brandi in Customer Relations called the homeowner in response to his Revdex.com review in an effort to resolve, and we have honored his request to help offset the expense of the drain pan that he paid for outside of the warrantyWe have processed a check in the amount of $to be mailed to his property addressPlease allow days to receive the check and note we did this as a professional courtesy for his continued business, as the drain pan is a code requirement and not covered by the OneGuard service agreementIn addition, we have waived the service fee associated with his complaint in the amount of $Thank you for allowing Customer Relations the opportunity to provide you with this informationWe sincerely hope it helps

May 6, [redacted] ***N 45th StreetPhoenix, AZ 85032RE: OneGuard Second Business Response CID [redacted] Dear Revdex.com,Please accept this as our second business response for the complaint lodged by [redacted] regarding the freestanding ice makerPlease be assured I have personallyy spoken directly with Ms [redacted] on many occasions, as well as several other OneGuard representatives, in an effort to help and specifically address her concernsIn addition, I spoke to her while she was accompanied by her attorney on the phone since she origin***y lodged the complaint with Revdex.com, and continued to assist herDuring the phone conversation, she agreed to allow a service contractor return to the home to assess the unit, and Icreated a work order on her behalf to move the process forwardPlease note when the technician got to the home, she turned him awayMs [redacted] is not allowing us theopportunity to assist herWe have always and continue to accommodate her requests forservice, while providing much value and benefit to her through the warranty and completing repairs as needed for a variety of claims.Ms [redacted] is demanding that we replace the freestanding ice makerHowever, she is refusing OneGuard the opportunity to have a service contractor assess the unitWe have attempted to send contractors to her home for service on several occasions, that she has either not been present for the appointment, kicked off the property during the visit, or outright turned the technicians’ awayWe take a prudent approach, assess the unit to determine if or what the breakdown is, and determine whether to replace or repairIn order to make a determination, our service contractors must perform a professional diagnosis.Our efforts to make this assessment are not being permittedIn addition, Ms [redacted] has not provided OneGuard or Revdex.com with documentation to show the unit is not working and requires replacement.To reiterate the steps we have taken:On March 1, 2016, Ms [redacted] contacted OneGuard stating the ice maker was overheating and not producing iceThe contractor recommended replacing the evaporator coil in the unit to successfully complete the repair, and OneGuard authorized the repair.On March 19, 2016, Ms [redacted] called OneGuard again stating the unit stopped working and was overheatingThe service representative forwarded the work order back to the original contractor to return to the property to assess, and this is where Ms [redacted] stopped the process as described above.We stand firm that we are acting with reason, diligence, within the parameters of the service agreement, and good faith in our attempts to serve herThe service contractor has not determined the presence of a covered breakdownAccording to the terms of the service agreement, determination of whether to repair or replace a covered item is at the sole discretion of OneGuardIn this specific situation, repairs cannot be authorized or performed when the unit is not experiencing a breakdownUntil we receive confirmation from the appliance contractor stating a mechanical part or component has failed, there are no items to repair or replace.In closing, Ms***’s OneGuard service agreement expires on May 18, and we want to work through the situation with herTherefore, we are asking her again to please ***ow us the opportunity to assess the unit in order to determine if a breakdown is present, and then take next steps as necessary.Thank you for your time and considerationPlease feel free to call me directly with any questions.Sincerely, Jacqueline H***OneGuard Customer RelationsP: 623.552.***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

July 3, Revdex.com of Central, Northern & Western Arizona E Missouri Avenue Phoenix, AZ RE: [redacted] ; Revdex.com Complaint ID No [redacted] ; OneGuard Plan No [redacted] To Whom it May Concern: OneGuard Home Warranties (“OneGuard”) is in receipt of your letter dated June 27, 2017, advising of the above referenced complaint The letter has been forwarded to me for review and responseI have reviewed OneGuard’s records regarding Ms [redacted] ’s heat pump claim On June 21, 2017, Ms [redacted] placed the service request and OneGuard dispatched [redacted] to diagnose the problem with the heat pump system On June 22, 2017, the technician with [redacted] reported to OneGuard the heat pump compressor and reversing valve had failed due to wear and tearOneGuard authorized the replacement of the compressor and ordered the equipment; however, Ms [redacted] chose to have the heat pump system replaced by a service contractor outside of the OneGuard planIn order to resolve this matter OneGuard is forwarding Ms [redacted] a check for our cost to replace the compressor in the amount of $1,Section A-of Ms [redacted] ’s OneGuard plan provides that OneGuard reserves the right to offer cash in lieu of repair or replacement in the amount of OneGuard’s actual cost (which is less than retail) to repair or replace any covered item Ms [redacted] will receive the check in the amount of $1,in approximately thirty daysThank you for your considerationSincerely, ONEGUARD HOME WARRANTIES Marcy C [redacted] Customer & Regulatory Claim Resolution Specialist

To Whom It May Concern:OneGuard Home Warranties ("OneGuard") is in receipt of your letter advising of the above referenced complaint Your letter has been forwarded to me for review and response.My previous correspondence accurately stated the information in OneGuard's records,as well as OneGuard's position If the customers are in possession of an invoice from an appliance company that contradicts the diagnosis provided to OneGuard by Hornet Appliance, they may forward the information to me for review The requested information should include a breakdown of the costs estimated to repair the issue, as well as the technician's diagnosis of what caused the failure.When I have received andreviewed the requested information, I will advise the customer of OneGuard's positionThank you for your consideration.Sincerely,OneGuard Home Warranties

To Whom It May Concern:OneGuard Home Warranties ("OneGuard") is in receipt of your letter advising of the above referenced complaint Your letter has been forwarded to me for review and response.I have reviewed OneGuard's records with regard to the pool issueOn August 4, 2017, service was requested for the pool and the request was dispatched to All Star Pool Service to diagnose the issue All Star Pool Service reported to OneGuard that the pipe that was leaking was a component of the pool cleaning system.Section G-of the enclosed warranty plan provides that coverage includes pumps and filters for the pool However, coverage does not include buior in-pool cleaning equipment Based on the terms of the warranty plan and the diagnosis provided to OneGuard by All Star Pool Service, coverage to repair the pipe was denied.Thank you for your considerationSincerely,OneGuard Home Warranties

February 25, Dear Revdex.com, The homeowner believes OneGuard is not extending an offer to renew his home warranty because we do not want to replace his heat pump Please know that is not the case According to our records, there is no indication the heat pump needs to be replaced, or has ever been replaced, or in need of repair under his service agreement Since 2009, repairs have been completed for the run capacitor, thermostat, and most recently, the condenser fan motor Further, pounds of Freon were added in March 2013, and less than a pound was added in January Please note, if more than pounds of Freon were required, we would move forward with performing a leak search We have verbally explained to the homeowner that a leak search is not warranted based on the information provided to OneGuard from the service contractor that most recently assessed the unit No problems were reported for the heat pump, and there were no signs of leaking Please note, both the licensed HVAC contractor and OneGuard Home Warranties abides by federally mandated regulations with respect to Freon, and would not allow for Freon to escape into the environment OneGuard has made the business decision not to extend a renewal offer because we believe we cannot satisfy his expectations He has filed complaints with various agencies expressing his discontent and a lack of confidence with our services We have notified the homeowner in writing of our decision to not renew He has not contacted OneGuard directly regarding the renewal but we would have verbally provided him with the same explanation At this time, we believe it is in the best interest of both parties to discontinue the relationship In closing, proper repairs to the air conditioning system have been completed under the service agreement Additionally, OneGuard Home Warranties has made the business decision to not extend a renewal offer to the homeowner Thank you again for allowing OneGuard Home Warranties the opportunity to provide you with this information We respectfully request for Revdex.com to close this complaint ‘Administratively Judged Resolved’ Sincerely, OneGuard Home Warranties Customer Relations Team www.oneguardhw.com

Dear Revdex.com,Please find our attached business response for Mr [redacted] , CID [redacted] Thank you for allowing Customer Relations the opportunity to provide you with this information.Respectfully, [redacted] Team Manager, OneGuard Customer Relations

August 9, Revdex.com EMissouri Avenue Phoenix, AZ 85014- RE: [redacted] , OneGuard Plan No [redacted] ; Revdex.com Complaint ID No [redacted] Dear Sir/Madam: OneGuard Home Warranty is in receipt of your letter advising of the above referenced complaint Your letter has been forwarded to me for review and responseAgain, OneGuard does apologize for Mr [redacted] ’ frustration regarding this matter As previously stated, in an attempt to amicably resolve this matter, OneGuard has waived a trade service call fee that was not paid, and also agreed to reimburse two (2) previous trade service call fees paid by Mr [redacted] The records indicate that a check in the amount of $was sent to Mr [redacted] on July 21, Therefore, it appears that this matter has been resolved and OneGuard will be closing its file Mr [redacted] may contact OneGuard’s Service Department directly should he require any further assistance regarding this matter and/or any billing issuesThank you for your considerationSincerely, OneGuard Home Warranty Lori N [redacted] Customer and Regulatory Claim Resolution Specialist

We believe we should be reimbursed for the $service fee we were required to pay the warranty company's plumber who came out and gave the deceptive/inaccurate information that denied the plumbing line break existenceThe photos of the extensive breaks in the plumbing show that plumber at a minimum was inaccurateThat inaccurate report started and allowed the warranty company not to accept responsibility until we had to pay yet another plumber

Dear Revdex.com,Thank you for bringing this information to our attentionPlease be assured I have spoken directly with MrJohnson and believe we have amicably addressed his concerns, and the air conditioning repair has been successfully completed and cooling restored to the homePlease know our top priority is his satisfaction and we sincerely regret the frustration he has endured and timeframe involvedI have also reviewed his claim in its entirety and shared his experience with our management team in an effort to avoid service delays from happening in the futureMr [redacted] has advised he will let Revdex.com know the complaint has been resolved to his satisfaction and has my contact information if he needs additional assistanceThank you again for the information and allowing Customer Relations the opportunity to respondRespectfully,Samantha M [redacted] Team Manager, OneGuard Customer RelationsP: ###-###-####

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]